Why can't I change my phone line Nicknames?

[Bob1]

Editing the Nicknames associated to my 4 phone lines does not seem to work. I click "Edit", make the change, click "Save"... and when I go back to Services Information, the Nicknames have NOT changed... they still reflect the phone number associated to the lines.

So, IF these Nicknames are not actually editable, why give us that option??

Same issue using either Chrome or MS Edge browsers.

Pretty frustrating, I must say!

Is this just me, or does everyone have this issue??

[VirginPlusAntgio]

Hey there @Bob1 ,

That's definitely not normal behavior for the My Account app/account and we will be happy to help where we can.

There's a few things we would like for you to try to see if it will resolve the issue;

• Please clear your browsers cookies and cache before accessing My Account.
• If doesn't work, try switching your browser in incognito mode.
• If Edge and Chrome doesn't work, give the My Account app a try.

Looking forward to hearing back from you with the results.

[Karrie]

I tried Edge, Chrome and icognito still can't alter the nicknames. I agree with the guy above why offer this option, should't be so complicated

i also prefer this to be on my laptop, not the app. any other suggestions would be great

[VirginPlusKris]

Hi there, @Karrie. Welcome to the Virgin Plus Community, and thanks for your post.

While we understand your reluctance, we would ask that you do still try on the app. Even if you do ultimately prefer to not use it, testing it will be helpful for us to try and narrow down the issue more.

Additionally when trying in browser, remember to try clearing your cookies and cache before trying again. 🙂

Looking forward to hearing back from you. Best wishes.

[Karrie]

It wasn't about reluctance, it is about what device I use. I was able to change it on my app, but why offer the feature for other devices if not usable? it wasn't my reluctance it was Virgin's failed application of that feature. thank you for getting back to me.

karrie

[Bob1]

Hi there!

The old version of the app, on my Samsung S20 FE was unable to make the changes either.

I just re-tried now, on my Samsung S24 FE, and was able to finally make nickname changes!

Note: it was harder to find where to make the changes, but at least it now works on the app!